Using Zoom Contact Center role management

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Zoom Contact Center admins can use the role management feature to control access to features and settings in the Zoom web portal. For example, you can assign certain agents as supervisors and give them access to view the queue analytics dashboards so that they can track queue KPIs.

This article covers:

Prerequisites for using role management

  • Account owner or admin privileges
  • Pro, Business, or Education account
  • Zoom Contact Center license

Default roles

There are three default roles that you can add members to. You can’t delete these roles, but you can duplicate these roles to use as a starting point for a new custom role.

Role name Level of access
Admin All Zoom Contact Center features and settings in the web portal and desktop client.
Supervisor Some permissions for management features in the web portal and desktop client.
Agent All desktop client features, but no management features in the web portal.

 

How to add members to roles

Add members to a role to specify the users that have access to the role's privileges.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Roles.
  3. Click the name of the role you want to assign members to.
  4. Click the Role Members tab.
  5. Click Add Members.
  6. Enter names or email addresses to specify users to add as members.
  7. Click Add.

How to add a new role or duplicate an existing role

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Roles.
  3. Click Add.
    Note: Alternatively, you can create a new role by duplicating an existing role. Click the ellipses icon in the last column, then click Duplicate.
  4. Specify the following information:
    • Role name: Enter a display name to help
    • Description: Enter an internal description for the role.
      Note: This option isn’t available when duplicating a role.
  5. Click Add or Duplicate.

How to edit role settings and privileges

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Roles.
  3. Click the name of the role you want to edit.
  4. Change the role privileges as needed.

Role privileges

Role Settings tab

Administration section

Reports section

Client section

Engagement Settings tab

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